Senior Service Designer (12-Month FTC)

lloyds banking group; Greater London; Hybrid; GBP 90,000 - 107,000; Full time

Job summary

A leading financial services institution is seeking a Senior Service Designer in London for a 12-month fixed-term contract. This role involves enhancing customer interactions and working in agile teams to shape services that optimize the user experience. The ideal candidate will have experience in various design methodologies and be comfortable leading workshops with stakeholders to drive insights. A generous benefits package includes a competitive salary, hybrid flexibility, and diverse wellbeing initiatives, making it a perfect opportunity for those looking to make a significant impact.

Benefits

Generous pension contribution

Annual bonus award

Share schemes

30 days holiday

Wellbeing initiatives

Qualifications

• Experience in service design and research methodologies.
• Ability to collaborate within multidisciplinary teams.
• Strong communication skills to manage expectations.

Responsibilities

• Define and enhance customer journeys.
• Work with product owners and analysts.
• Facilitate workshops to ensure user-centered solutions.

Skills

Contextual enquiry

Customer journey mapping

Creative workshop facilitation

Interviews

Service blueprinting

Job description

End Date Friday 09 January 2026

Salary Range £90,440 - £106,400

We support flexible working – click here for more information on flexible working options

Flexible Working Options Hybrid Working, Job Share

Job Description Summary

Lloyds Banking Group is the UK’s leading bank with over 30m customers and its biggest digital bank, with over 20 million active online customers. We’ve placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years.

We serve millions of customers every day, from individuals and families to large businesses and corporations. This means we’re well‑placed to help Britain prosper by shaping the way we spend, save and borrow.

Job Description

JOB TITLE: Senior Service Designer (12‑Month FTC)

LOCATION: London

SALARY: £90,440 - £106,400

HOURS: Full Time

DURATION: 12‑Month Fixed‑Term Contract

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the London.

About this opportunity

This is a unique opportunity to define and enhance the journeys in which we engage and build relationships with our business customers, while supporting them with the right products, tools and services to meet their needs.

The services we design are crucial to supporting our customers to get the most from their online and mobile banking. It's a pivotal time as we relook at how we evolve the experience. We need someone who can work effectively with product owners, business analysts, behavioural scientists and fellow designers to take propositions from concept to reality.

As a Senior Service Designer, your role will include:

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.
• Collaboration closely within the multidisciplinary team of designers, product owners and engineers.
• Shaping and delivering programmes of research to ensure we are led by colleague, customer and market insight when creating or enhancing our propositions and services.
• Facilitating workshops and discussions with various collaborators and partners, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.
• Communicating with colleagues and customers to manage expectations and incorporate multiple perspectives in the definition of solutions.
• Researching and documenting current state services and experiences, and prototyping future state services.
• Leading others to make good experience design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
• Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
• Being an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service and customer journeys.

Experience in a range of research and design methods, including at least some of the following, is critical:

• Contextual enquiry
• Interviews
• Diary studies
• Questionnaire design
• Customer journey mapping
• Service blueprinting
• Creative workshop facilitation
• Storyboarding
• Service safari
• Persona development
• Co-creation
• Paper prototyping

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under‑represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values‑led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.